Very.co.uk refund problem

shorner

Hi,

I placed an order online with Very.co.uk on the 12th Sep. The following list shows the dates of contact I had with Very. Despite the order being cancelled 6 weeks ago I’ve still not received any indication that I will receive the refund; this despite confirmation from them (4 weeks ago) that the order was cancelled

• 12th Sep – Placed Order. The delivery date was indicated as 20th Oct.
• 20th Sep – Cancelled the order
• 4th Oct – Contacted Very for an update since the cancellation was still showing as ‘Awaiting Confirmation’
• 4th Oct – Very responded to confirm they had ‘asked another colleague to look into it’
• 4th Oct – Very confirmed the order had been cancelled
• 13th Oct – Contacted Very to ask about refund since it had been 3 weeks without any update. No response
• 18th Oct – Contacted Very to point out it has been 4 weeks since I cancelled the order with no sign of a refund
• 19th Oct – Told by Very they were waiting for confirmation from their supplier despite them already confirming the cancellation on 4th Oct. Also told nothing would happen until after the 20th Oct
• 20th Oct – Received an email telling me the item was not even in stock and should be delivered on 20th Nov.
• 20th Oct – Contacted Very to point out I had cancelled the order and didn’t want to wait until 20th Nov before the refund could be processed
• 20th Oct – Very responded to confirm they had ‘asked another colleague to look into it’
• 22nd Oct – Told again by Very they were waiting for confirmation from their supplier despite them already confirming the cancellation on 4th Oct.
• 26th Oct – Contacted Very explaining all of the above points and asked them to escalate the complaint
• 26th Oct – Very contacted me to confirm they had escalated my complaint
• 30th Oct – Still no update since the complaint was ‘escalated’ four days ago

I feel that I’m being fobbed off. I would have thought the fact that the item wasn’t even available on the initial delivery date would be enough for them to process the refund.

I’m thinking I might have more luck continuing the complaint with Very via social media but thought I should check my legal position before doing so. Any help or advice would be appreciated.

Thank you

DoaM

How did you pay and what was the value of what you ordered?

You could look to recover the refund either by chargeback or even a Section 75 claim.

shorner

Thanks for the response.

It was £392 and I paid by credit card. I'll look into those suggestions.

preable

Do a charge back with your credit card company it's very simple

unholyangel

People tend to have better luck with very if they are straightforward and to the point with them (imo you shouldn't have to be and a retailer should comply with your rights without being asked but thats just my opinion).

If your payment went via a credit account on very, you may find that a chargeback or section 75 claim to your bank will fail.

If that is the case, try sending very an email just giving order number, that you cancelled on x date and that as per Consumer Contract (Information, Cancellation & Additional Charges) Regulations 2013, they have 14 days from receiving your cancellation to refund the monies and as they have not, they are in breach of your statutory rights. Then add that you are willing to give them a further opportunity to refund providing the refund is enacted without further delay and in any event, within 7 days. State that if the refund is not received within 7 days, you reserve the right to claim all reasonable costs incurred.

Hoogle

Phone them up ask to speak to the floor manager (all call centers have 1 on hand) Advise them that it has now been X weeks since item cancelled X weeks since confirmed by very order cancelled with X amount of communications and that they have left you with no choice other than to proceed with a chargeback, which they will be liable for extra costs tell them that you are going to initiate it in X days unless a full cleared refund is credited back to your account.

shorner

Thanks to everyone who responded.

I contacted Very and gave them 7 days to refund the money in full. I'm ready to send a letter to my credit card company requesting a chargeback but since contacting Very they have refunded the delivery charge. Does the chargeback have to be for the same amount of the original payment and is this a tactic by Very to prevent the chargeback?

Should I claim the full, original, payment in the letter to the credit card company or can I ask them to chargeback the original payment minus the (refunded) delivery charge?

Thanks again

MobileSaver

shorner wrote: »

• 20th Sep – Cancelled the order
• 4th Oct – Very confirmed the order had been cancelled
• 30th Oct – Still no update since the complaint was ‘escalated’ four days ago
I contacted Very and gave them 7 days to refund the money in full.

Either gross incompetence by Very or early warning signs of a company in financial trouble?

shorner wrote: »

can I ask them to chargeback the original payment minus the (refunded) delivery charge?

Yes, just claim the outstanding refund balance, your claim is no longer for the original amount as they've already refunded part of it.